Quality Analyst

Key Responsibilities:

• Implement and manage call quality audits
• Drive initiatives to enhance customer satisfaction levels
• Monitor call quality and identify training needs for service improvement
• Ensure customer interactions align with company standards and guidelines
• Analyze calls to support strategic business objectives
• Continuously evaluate key behaviors that impact sales and customer experience

Requirements:

• Graduate or above
• Previous experience as a Quality Analyst
• Understanding and application of quality tools